Open to opportunities

Babatunde Olayiwola

@babatundeolayiwola

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IT technical support engineer specializing in Microsoft 365 and user-first troubleshooting.

Nigeria

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What I'm looking for

I’m looking to join an innovative organization where I can use my Microsoft 365 troubleshooting expertise and customer support experience to deliver value. I want to grow into advanced technical and leadership roles over time, while maintaining user satisfaction.

I’m an IT technical support professional with over four years of combined experience in both technical and non-technical support roles. I specialize in diagnosing and resolving complex issues across Microsoft 365 services while translating technical concepts into clear, understandable solutions for diverse users.

In my current technical support engineer role, I provide technical support for Microsoft 365 cloud SaaS, troubleshoot issues across apps and services (SharePoint, OneDrive, Teams, Exchange, and Office 365 apps), and collaborate with internal teams to resolve problems. I manage escalations, document customer issues and resolutions for knowledge base improvements, and help maintain quality through QA initiatives—while also delivering customer education and service excellence in high-pressure environments.

I’m continuously learning and keep pace with emerging technologies and best practices. Alongside my support work, I’ve built networking fundamentals through HCIA/CCNA training and a 6-month NIIT intern experience in troubleshooting connectivity and LAN security considerations, and I actively engage with data-focused communities and seminars such as Data Science Nigeria (DSN).

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Tek Experts

Dec 2021 - Sep 2025 (3 years 9 months)

Provided Microsoft 365 cloud SaaS technical support, troubleshooting issues for customers and guiding them on best practices for M365 features. Documented customer issues/resolutions and escalated complex problems to senior or specialized teams to ensure timely resolution.

Microsoft 365 Support Microsoft 365 Administration OneDrive Troubleshooting Microsoft Teams Exchange Outlook Troubleshooting Technical Troubleshooting Escalation Management Customer Education Quality Assurance

Technical Support Advocate

Tek Experts

Dec 2021 - Feb 2023 (1 year 2 months)

Handled multichannel (phone, email, chat, social media) support for Microsoft 365 consumer apps, diagnosing and resolving installation, configuration, and functionality issues. Provided personalized support to end users, escalated complex issues, and documented customer feedback for product improvement.

Microsoft 365 Consumer Support Outlook Troubleshooting OneDrive Support Office Apps Support Multichannel Support Technical Troubleshooting Escalation Management Customer Education Customer Feedback

Intern

Niit

Jun 2018 - Nov 2018 (5 months)

Supported end-to-end troubleshooting of connectivity in a small-to-medium business network using systematic methods. Assisted with learning and applying networking concepts such as LAN/WAN behavior, QoS operation, and router traffic forwarding, and shadowed senior team members to understand networking procedures.

Network Troubleshooting LAN QoS Concepts Router Traffic Forwarding (Basic)

Education

Degrees, certifications, and relevant coursework

University of Lagos

Bachelor of Science (BSc), System Engineering

2020 -

BSc in System Engineering at the University of Lagos starting January 2020. No graduation year was provided.

Digital Fortress Institute (NIIT)

Huawei Certified ICT Associate (HCIA) - Routing and Switching, Networking

2019 - 2023

Completed Huawei HCIA (Routing and Switching) training at Digital Fortress Institute (NIIT) from 2019 to 2023. Focused on routing and switching concepts and practices.

Digital Fortress Institute (NIIT)

CCNA Routing and Switching, Networking

2019 -

Completed CCNA Routing and Switching training (Netoacademy) through Digital Fortress Institute (NIIT) in 2019. Training covered routing and switching fundamentals.

Digital Fortress Institute (NIIT)

CompTIA A+, Information Technology

2018 -

Completed CompTIA A+ training through Digital Fortress Institute (NIIT) in 2018. The certification covers core IT support and troubleshooting concepts.

Digital Fortress Institute (NIIT)

CCNA Routing and Switching Essentials, Networking

2018 -

Completed CCNA Routing and Switching Essentials training through Digital Fortress Institute (NIIT) in December 2018. Training emphasized practical routing and switching knowledge.

NIIT

IT Networking Internship, Networking / IT Support

2018 - 2018

Completed a 6-month NIIT internship (June 2018 to November 2018) focused on end-to-end network troubleshooting and support. Work included explaining basic LAN security mitigations and assisting with network monitoring and configuration.

Digital Fortress Institute (NIIT)

Cisco Certified Network Associate (CCNA), Networking

2018 -

Completed Cisco Certified Network Associate (CCNA) training through Digital Fortress Institute (NIIT) in 2018. Content focused on core CCNA-level networking topics.

Digital Fortress Institute (NIIT)

Introduction to Networks, Networking

2018 -

Completed the Introduction to Networks training through Digital Fortress Institute (NIIT) in 2018. The course introduced foundational networking concepts.